Customer Service Manager
Description
Customer Service Manager
Customer Services
Southern Company Desired Grade Levels: E8
DESCRIPTION
Customer Service Manager
JOB SUMMARY
The Customer Service Manager is responsible for leading the Customer Care Center's inbound residential customer care teams, comprised of more than 100 employees -- including both service consultants and supervisors -- who operate in a 24/7 environment to deliver world-class service to internal and external customers.
This leader of leaders role is expected to promote a positive, caring, and inclusive culture while also delivering exceptional experiences in championing the customer. The leader will need to be grounded in enhancing our culture, leveraging analytics, delivering results, and empowering the team to innovate.
In addition to leading a large team, the Customer Service Manager will be expected to partner with peer leaders to develop and execute key strategies (for example, strategies associated with staffing needs, channel migration or teleworking) that help advance key business goals and objectives.
The position will also be expected to participate in an on-call rotation for 24/7 emergencies and participate in storm restoration efforts, which may require afterhours and weekend support.
JOB REQUIREMENTS
Bachelor's degree or higher preferred
Effectively leading leaders
Possess exceptional verbal and written communication skills
Excellent leadership skills necessary to lead, coach, train, inspire and motivate employees
Coach leaders and employees to higher levels of success
Focus on continued leadership and employee development
Strong decision-making skills, including the ability to manage in the grey
Provide thought leadership across customer services organization
Accountable for the development and accomplishment of performance goals and operational excellence
Responsible for planning, budgeting and ensuring efficient utilization of resources
Proven experience in performance management
Exceptional interpersonal skills with the ability to foster working relationships with managers, peers, directs, and customers
Ability to lead and manage continuous change in a high activity environment
Ability to use sound discretion concerning confidential and sensitive issue and information
Takes personal responsibility for learning and supporting business objectives
MAJOR JOB RESPONSIBILITIES
Model all aspects of Our Values: Safety First, Unquestionable Trust, Superior Performance, and Total Commitment
Demonstrated leadership with strong focus on people: Compassionate, caring, and willing to make necessary decisions to improve performance and morale
Takes initiative and consistently demonstrates strategic thinking to create, implement, and support new ways of doing business and process improvement opportunities
Desire and ability for continued career growth
Extremely collaborative team player
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-McDonough
Operating Company: Georgia Power Company
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Work Location(s):
CCC Henry Co Customer Care Ctr - 2500 Patrick Henry Pkwy. (2500MCDONOUGH)
2500 Patrick Henry Pkwy.
McDonough, 30253
Req ID: GPC2009080
